Quality Benefits
Projected quality benefits related to the services managed by the CBO
In addition to the cost avoidance impact, the CBO generates a range of projected quality benefits related to the services managed by the CBO:
Ability to better focus on mandate and programme implementation, without the need to manage all facets of back-office support functions. This is particularly relevant for entities with a smaller footprint in the country.
Increased focus on client orientation and client needs for entities receiving services from the CBO. This is reflected in the central role of the Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that tie in directly with the performance indicators of the CBO and its staff, in line with the UNSDG Client Satisfaction principles. Tracking of performance through client feedback and regular reporting on KPIs facilitates the annual review between the CBO (supplier) and the participant UN entities (clients) to identify and address issues early on. The SLAs and KPIs will be included as an Annex to the Memorandum of Understanding for the CBO.
Increased agility and ability to scale programmes in response to change in local needs: The CBO provides operational capacity to all country-based UN entities, offering the ability for entities to scale their programmes in response to local needs, without first having to establish their own operational capacity.
Introduction of use of standards related to services provided by the CBO, including sustainability and greening standards in procurement and facility management, waste management standards, and disability inclusion standards under human resources, facility management, and ICT (deriving from the UN Disability Strategy/UNDIS) and introduction of gender-sensitive targets in procurement.
Ability to scale future innovations in service delivery: as the CBO consolidates service provision, the future introduction of service innovations, for example through digitization of case management, introduction of procurement practices and standards, will be easier and faster to roll out. Instead of introducing these innovations separately in each entity they only need to be introduced once in the CBO for all clients to benefit from the innovation.
Potential to leverage (future) efficiencies from Global Shared Services to provide services of relevance to country operations through the CBO if such an arrangement is agreed to. This could include elements of fleet management services, including asset purchase and disposal, administrative services such as UNLP provision and international travel solutions where relevant. GSS and CBO have the potential to jointly form a global marketplace for inter-agency operational support services in support of the mandates of participating entities.
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